Senior Service Design Manager

Primary Duties:

Strategizing

• Design and facilitate thoughtful and ethical research (in collaboration with the team s User Research Manager) to understand the service-related needs of residents, staff, leaders, and other stakeholders.
• Synthesize research into insights and well-defined opportunity areas for intervention.
• Develop feasible, person-centered, and comprehensive service strategies that improve resident interactions with government and staff work experiences.
• Design service solutions that work across channels of experience including digital and non-digital touchpoints (e.g., in-person interactions and physical service environments).

Practice Building

• Build the Service Design team through hiring, growing, and retaining high-performing teammates.
• Drive a practice in mixed methods research (qualitative and quantitative) including when and how to apply them throughout the product development lifecycle.
• Set standards of practice for and with service design team members.
• Expand team members skill sets through regular feedback, learning sessions, and one-on-one mentorship.
• Design and facilitate skill-shares with colleagues, so they can apply strategic design methods to their work.

Communicating

• Use iterative processes to ensure project deliverables; like service blueprints, process flows, stakeholder maps, and project reports, are rigorously executed.
• Choose the right deliverable for the right kind of conversation.
• Visually communicate ideas, research synthesis, and prototypes, so stakeholders can align on concepts.
• Develop compelling narratives that communicate the human experience to decision-makers, so they can make clear decisions that align with evidence and human need.

Implementing

• Work with UX designers, visual designers, content strategists, architects, and technologists to develop and build tools and resources (e.g., websites, apps, one-pagers, applications, the design of space, etc.) supportive of service improvement strategies.
• Facilitate listening and research sessions with subject matter experts.
• Create change management, governance, and pilot plans setting implementation efforts up for success, acknowledging the constraints and realities of the service system.
• Synthesize complex information from various sources into clear, actionable insights.
• Develop metrics of success to measure the effectiveness of project outcomes.
• Evaluate pilot plans to understand what works and doesn t about a solution.
• Take appropriate action to revise service solutions based on learnings from evaluation.

Collaborating

• Communicate work without jargon or pretense.
• Ensure participatory design processes include the right people, at the right points in time.
• Offer and take constructive feedback.
• Respect and protect team members and stakeholders time.
• Communicate with clarity and honesty around the status of work.
• Cultivate and maintain respectful relationships with project stakeholders.

Advocating

• In partnership with the program team and agency communications staff, disseminate lessons learned, tools, and best practices to the public.
• Actively contribute to the field of service design through journal submissions, conference participation, and community skill-shares.

Project Managing

• Collaborate with senior leadership on the design of a project.
• Break down complex projects into reasonable project plans with clear deliverables, milestones, and deadlines.
• Lead project partners and team members through service design processes.
• Clearly communicate project plans and their status to leadership, team members, and other stakeholders.
• Effectively navigate through ambiguity and project challenges.
• Deliver projects on time.

Preferred Skills & Qualifications

Other Desirable Qualifications

• A design-related degree or relevant industry experience
• 5+ years of professional experience or a graduate degree plus 3+ years of professional experience
• 5+ years managing project relationships with colleagues, clients, and project stakeholders

Nice-to-Have Skills

• Bilingual
• Strong visual design aesthetic
• Experience with community-based and participatory design
• Experience working in the social impact space on complex service challenges
• Experience with process improvement methodologies (LEAN, six-sigma, etc.)
• Experience with human-centered change management

~Tri-Com is an Affirmative Action/Equal Opportunity Employer~
We strongly encourage the applications of women,
minorities, persons with disabilities, and military veterans.
As a condition of employment, you will be required to pass a drug screening and other background checks including past employment and confirmation of technical certifications.